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Salesforce Service Cloud vs Samanage comparison

Salesforce and SolarWinds are both solutions in the Help Desk Software category. Salesforce is ranked #4 with an average rating of 8.4, while SolarWinds is ranked #19 with an average rating of 8.0. Salesforce holds a 2.4% mindshare in HDS, compared to SolarWinds’s 1.3% mindshare. Additionally, 96% of Salesforce users are willing to recommend the solution, compared to 100% of SolarWinds users who would recommend it.
Salesforce Service Cloud
Read 55 Salesforce Service Cloud reviews
  • 1,624 Views
  • 731 Comparison Views
96% willing to recommend
Samanage
Read 3 Samanage reviews
  • 626 Views
  • 407 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Salesforce Service Cloud and Samanage compete in the customer service management category. Salesforce generally has the upper hand due to its advanced capabilities and scalability.

Features: Salesforce Service Cloud offers comprehensive automation tools, CRM integration, and AI-powered analytics, allowing customizable workflows and omnichannel communication. Samanage provides accessible self-service portals, efficient incident management, and simplified user access control, appealing for immediate productivity enhancement.

Ease of Deployment and Customer Service: Salesforce Service Cloud's deployment is highly customizable but requires more time and technical expertise. Despite this, it provides excellent customer support and onboarding resources. Samanage has quicker deployment with straightforward setup, suitable for rapid implementation without intense technical involvement, though its customer service is less extensive.

Pricing and ROI: Salesforce Service Cloud has higher setup costs due to its comprehensive features, but offers compelling long-term ROI for organizations using its full capabilities. Samanage presents competitive pricing with valuable features, leading to favorable ROI, especially for smaller to medium businesses concentrating on essential service management functions.

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To learn more, read our detailed Salesforce Service Cloud vs. Samanage Report (Updated: July 2025).
Buyer's Guide
Salesforce Service Cloud vs. Samanage
July 2025
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Helped 865,384 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Salesforce Service Cloud
Ranking in Help Desk Software
4th
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
55
Ranking in other categories
CRM Customer Engagement Centers (2nd), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)
Samanage
Ranking in Help Desk Software
19th
Average Rating
7.6
Reviews Sentiment
6.8
Number of Reviews
3
Ranking in other categories
IT Asset Management (14th), IT Service Management (ITSM) (18th), License Management (11th)
 

Mindshare comparison

As of August 2025, in the Help Desk Software category, the mindshare of Salesforce Service Cloud is 2.4%, up from 1.6% compared to the previous year. The mindshare of Samanage is 1.3%, up from 0.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

MARIA PILAR CANDA - PeerSpot reviewer
Improved customer service and post-sales support saves time
The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized companies. Additionally, finding technical talent for improving the solution is challenging. Configuring Flows in Salesforce Service Cloud is very difficult. There are very few technical people in the market capable of implementing all the flows that clients need at this moment. It's primarily a matter of talent limitation, and flow is the technical mechanism of Salesforce Service Cloud for process automation. In general, while they have the knowledge and help solve problems, finding the right person to address specific issues is very challenging.
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Moldir Shynggys - PeerSpot reviewer
Great filtering feature and a good analytics dashboard
Samanage is our ticketing system and users email us with their issues which we're then able to prioritize. We are customers of Samanage The best feature of Samanage is filtering. It also allows us to create a solution for recurring issues. It's like having a stack overflow in the company. I like…
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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The interface is quite user-friendly."
"The most valuable feature of the solution is the traceability of actions."
"In terms of visibility to my boss and the team, it does help a lot."
"The plug-ins that work with other standard systems have made the product industry-ready."
"There is an out-of-the-box feature for reporting and analytics"
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."
"Nobody can compete with Salesforce Service Cloud's scalability."
More Salesforce Service Cloud pros
"The solution has a great filtering feature."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
 

Cons

"The solution could continue improving its artificial intelligence capabilities."
"The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper."
"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."
"Salesforce Service Cloud should work more on the resolution side. Once a case is raised and activities are tracked, at the time of closure, they could make it more simple."
"The documentation could be improved."
"The product's high price is an area of concern where improvements are required."
"The solution’s user interface could be improved and enhanced."
"The pricing of the solution can be made cheaper."
More Salesforce Service Cloud cons
"The setting up process is not quite easy. It's quite difficult."
"The system shuts down about once a month which is frustrating."
 

Pricing and Cost Advice

"The licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."
"Salesforce Service Cloud is a highly expensive solution"
"Salesforce Service Cloud is a bit expensive."
"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."
"Salesforce is very cost-effective."
"The price is too expensive."
"Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions."
"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."
More Salesforce Service Cloud pricing and cost advice
"It is expensive."
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Top Industries

By visitors reading reviews
Financial Services Firm
15%
Manufacturing Company
10%
Performing Arts
9%
Computer Software Company
8%
Construction Company
13%
Manufacturing Company
13%
Financial Services Firm
11%
Comms Service Provider
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What is your experience regarding pricing and costs for Salesforce Service Cloud?
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
See all answers
What needs improvement with Salesforce Service Cloud?
The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized companies. Additionally, finding technical talent for improving the solution is chall...
See all answers
What is your primary use case for Salesforce Service Cloud?
We have many clients with Salesforce Service Cloud and numerous use cases. The main use is in the sales area rather than the marketing area. We utilize it for customer service and customer post-sal...
See all answers
What do you like most about Samanage?
The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it.
See all answers
What needs improvement with Samanage?
We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly. We'd like to integrate o...
See all answers
What is your primary use case for Samanage?
I use it for incident recording based on your inventory.
See all answers
 

Comparisons

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Compared 15% of the time
JIRA Service Management vs Salesforce Service Cloud Logo
JIRA Service Management vs Salesforce Service Cloud
Compared 7% of the time
Pega CRM vs Salesforce Service Cloud Logo
Pega CRM vs Salesforce Service Cloud
Compared 7% of the time
Oracle Fusion Service vs Salesforce Service Cloud Logo
Oracle Fusion Service vs Salesforce Service Cloud
Compared 6% of the time
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ServiceNow vs Samanage Logo
ServiceNow vs Samanage
Compared 61% of the time
Freshservice vs Samanage Logo
Freshservice vs Samanage
Compared 29% of the time
SolarWinds Service Desk vs Samanage Logo
SolarWinds Service Desk vs Samanage
Compared 10% of the time
More Samanage Competitors
 

Product Reports

Buyer's Guide
Salesforce Service Cloud
July 2025
Salesforce Service Cloud reportDownload Salesforce Service Cloud product report
Buyer's Guide
Help Desk Software
August 2025
Samanage reportDownload Samanage product report
 

Also Known As

Service Cloud
No data available
 

Overview

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Salesforce
"Samanage enables organizations worldwide to deliver a superior service experience. Samanage’s IT service management software accelerates efficiency and visibility into services requested and delivered across an organization, making it easy to continuously streamline process improvement and greater productivity. The fully integrated service desk and asset management solution utilizes a SaaS/multi-tenant platform, allowing IT and other service providers to effectively manage and connect service requests to IT assets. The revolutionary user interface delivers an unmatched user experience and enables code-free customization, allowing customers to fully deploy a robust ITSM solution in days not months or years. "
SolarWinds
 

Sample Customers

Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva
SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator
Buyer's Guide
Salesforce Service Cloud vs. Samanage
July 2025
Free Report: Salesforce Service Cloud vs. Samanage
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